Customer Escalation Officer

Role Description

Temporary week on week for around 12 weeks with the potential to move to a permanent role (depending on performance)

Monday to Friday, 9:00am – 5:00pm, 1-2 days working in the Stratford office and 3-4 days working from home

Our client is looking for customer escalation officers to join their team. Customers are the most important part of their business and as a member of the Escalation Team, it is vital that you have the passion as a Customer Service professional to deliver excellence to both internal and external customers – every time. This is a fantastic position, and the successful applicant will have an opportunity to play a part in delivering an exciting service to residents. 

The role will be responsible for managing a varied caseload of complex and sensitive escalations from the executive team. You will act as the ‘voice and face’ of the business, so demonstrable experience in delivering customer-focused services in a demanding public-facing environment is essential. 

This is a role where you can truly support people and show your passion to go above and beyond. In this role you will be surrounded by a supportive department who have a strong team ethos. You will have control over your own workload and be responsible for orchestrating a positive outcome for customers. 
 
You will have excellent written and verbal communication skills in order to deal with the various issues the diverse resident base will have. Therefore, it is essential that you’ve had experience in a customer service role and preferably with complaint handling.

You will work collaboratively with other departments across the business to ensure effective and efficient delivery of services to customers, so highly developed relationship management or stakeholder engagement skills are essential to perform well in this role.

Your impact in the role:

• Liaise with internal teams and contractors to investigate and resolve issues swiftly and thoroughly.
• Managing and owning a varied caseload of complex and sensitive escalations from the executive team
• Draft high-quality written responses that reflect the businesses values and commitment to service excellence
• Act as a point of contact and reassurance for residents
• Ensure all responses are timely, accurate, and meet both internal standards and regulatory expectations
• Identify themes and trends from escalations to feed into service improvements across the Direct Maintenance Service
• Undertaken project work as and when required

What you’ll bring:

• Excellent written and verbal communication skills, with the ability to draft clear, accurate and high-quality responses to enquiries.
• Proven experience in a similar customer service role.
• Strong time-management skills, with the ability to prioritise and meet deadlines.
• IT literate, with good working knowledge of Microsoft Office
• Able to work effectively in a fast paced, high-pressure environment.

If this sounds like the role for you, apply now!